Job Description

Overview

PDI helps convenience retailers and petroleum wholesalers thrive through digital transformation and enterprise software that enables them to grow topline revenue, optimize operations and unify their business across the entire value chain.

Over 1,500 customers in more than 200,000 locations worldwide count on our leading payments, marketing & insights cloud, ERP, logistics, fuel pricing, and security solutions to provide insights that increase volume, margin, and customer loyalty, all while connecting the digital ecosystem and protecting data. For more than 35 years, our comprehensive suite of solutions and unmatched expertise have helped customers reimagine their enterprise and deliver exceptional customer experiences. Backed by the investment of TA Associates, Genstar, and Insight Capital Partners, PDI is embarking upon an aggressive expansion strategy through internal investment in development as well as intensive M&A activity. The result will be a broader, more powerful, global company that serves customers across the entire supply chain.

Job Summary

The Program Development Manager is responsible for the ultimate loyalty program success with convenience retail clients. The right candidate will manage a book of key accounts that currently utilize PDI?s loyalty & payments solution(s) to increase engagement, reduce customer churn and increase customer lifetime value from its shoppers.

The ideal candidate will effectively manage the retail customer lifecycle from post-sale to adoption, renewal and expansion of services. They will entrench themselves as a trusted loyalty consultant and effectively represent a growing portfolio of software products and services.

The ideal candidate will have spent a significant amount of time in and around the convenience retail space either as retailer, manufacturer or loyalty services provider. Additionally, the right candidate will be well-versed in modern loyalty marketing best practices, challenges and forward-looking initiatives specific to this unique channel.

Responsibilities

* Primary business point of contact and Loyalty and Payments solution SME post-implementation

* Collaborate with clients on the design/experience (creative and technical), promotional positioning, channel marketing, and frequency to drive consumer engagement with retailer?s program

* Design, forecast, evaluate, and report on relevant marketing initiatives to drive program growth

* Organize and analyze various data elements to identify program trends, including issues and promotion/campaign successes

* Train and educate customer how to utilize full range of reporting and administrative support portals for success.

* Ensure hygiene of customer data in critical internal platforms including but not limited to Salesforce, Netsuite, etc.

* Ability to articulate MCS available suite of APIs and internal process for customer-specific certifications

* Strong knowledge of customer?s ecosystem including adjacent solutions such as POS, Website, Mobile App, Payment ecosystem, CRM, ERP, SFTP and relevant exports, etc.

* Keep abreast of key changes occurring in the client's industry that impact their loyalty and marketing influence

* Regularly assess clients? business needs, and proactively discuss products and services to help them achieve their goals and grow PDI revenues YoY

* Provide reporting to measure program effectiveness in client markets, ability to explain ?so what

* Monitor all relevant KPIs for assigned programs

* Work cross-functionally with internal PDI teams including marketing, business intelligence, technical operations, customer care, accounting, legal, etc

* Develop and maintain relationships with assigned customer accounts; facilitate and support consistent communication with customers and 3rd party partners (where applicable); identify opportunities to grow the relationship

* Create and manage customer revenue plan, clearly articulate and forecast changes to senior management

* Monitor ongoing contract terms and identify ?at risk? renewals

* Work with customer to identify future product feature requests (Roadmap) to ensure ongoing customer satisfaction and champion customer?s roadmap requests by working with Sr. Management on importance and prioritization of requested features

* Analyze NPS scores and feedback to identify ?at risk? customers, personally follow-up with Detractors and Passives to better understand what we can do to improve our NPS scores

* Maintain the highest levels of client?s satisfaction and integrity

Knowledge, Skills & Abilities

* 3+ years prior experience as a program manager, account manager, outside sales, account executive, project manager or similar role

* Past employment with either retailer (convenience chain), manufacturer (CPG Manufacturer) or loyalty services vendor to the convenience channel

* Strong marketing and/or sales background; loyalty background a plus

* Proficient understanding of relevant enabling technologies

* Must possess strong verbal and written communication skills

* Proven ability to multi-task and lead multiple project initiatives to completion

* Proven ability to manage and grow customer relationship and corresponding revenue and profit plan

* Must have experience in forecasting, budgeting, analytics and evaluating performance against KPIs

* Must have experience building and delivering presentations to senior management teams both internally and externally

* Bachelor?s degree, related certification or equivalent experience required

* Basic understanding of modern loyalty, retail, digital, e-commerce, mobile and consumer industry trends preferred

* Working knowledge of underlying supporting technology such as software development processes, APIs, Data Warehousing, Data Visualization Tools, CRM platforms, SFTP etc. a plus

Additional Information

* 25% Travel Required

PDI?s employee-oriented culture provides a supportive and dynamic work environment for high achievers. PDI seeks individuals who value continuous learning, hold high ethical standards, and are top performers in their respective fields. We offer competitive wages, professional development, superb culture, and a highly competitive benefits package. For more information about PDI, please visit our website at https://www.profdata.com. PDI is an Equal Opportunity Employer. We verify employment eligibility for all new hires using e-Verify.